Medicaid Member Services Contact Center Manager - Arkansas

UnitedHealth Group•Little Rock, AR

12d•Remote

About The Position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Optum State Government Solutions (OSGS) is seeking a highly skilled and motivated Medicaid Member Services Contact Center Manager to lead our member support operations. This role is pivotal in ensuring that Medicaid members receive high-quality, efficient, and compassionate assistance. You will oversee daily operations, manage a diverse workforce, and ensure all technological and operational deliverables align with our client’s mission. If you are located in Arkansas, you will have the flexibility to work remotely as you take on some tough challenges. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

Certified Project Manager (PMP or comparable current/active PM Certification)
9+ years of experience in Health Care, Business Administration, Information Technology, or a related field (combination of education and experience accepted)
5+ years of experience in a Management or key leadership role for a large-scale customer service or CRM project
Demonstrated experience with full System Development Life Cycle (SDLC) from initiation through post-implementation
Medicaid experience
CRM experience
Proficiency in using project management tools to develop plans, deliver tasks, and track timelines and resources
Excellent verbal and written communication skills, including small group facilitation and formal presentation skills
Reside in the state of Arkansas to perform the duties of this role
Willing/able to travel approximately 10%25 of the time as business needs dictate
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Responsibilities

Operational Leadership: Supervise and lead daily Contact Center operations, including quality assurance (QA) and quality improvement (QI) initiatives
Workforce Management: Oversee the hiring, training, and professional development of the workforce; manage scheduling and resource provisioning to meet all service demands
System Oversight: Participate in software testing and enhancement activities; identify and mitigate project risks associated with CRM design, development, and implementation
Performance Tracking: Manage and report on all Service Level Agreements (SLAs), performance standards, and development status updates to the Project Director
Financial & Project Analysis: Monitor and analyze project progress, budgets, report delivery, and overall operational performance to ensure fiscal and contractual compliance